Director Customer Success Management - North America

Core responsibilities:

• Lead, mentor, and develop a team of customer care representatives, fostering a positive and high-performing work environment.
• Manage daily customer service operations, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Develop and implement customer service policies, procedures, and best practices to enhance efficiency and customer experience.
• Monitor and analyze customer feedback, identifying trends and areas for improvement, and implementing corrective actions.

This role ensures exceptional service delivery and drives continuous improvement in customer satisfaction for Hitachi Energy's operations, supporting the company's mission to advance a sustainable energy future.

Required qualifications:

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5-7 years of experience in customer service or customer care, with at least 2-3 years in a leadership or managerial role.
• Proven track record of managing and motivating a customer-facing team.
• Proficiency in CRM software (e.g., Salesforce, ServiceNow) and Microsoft Office Suite.

No specific benefits, compensation, or perks mentioned in the job description.

Hitachi Energy is a global technology leader focused on advancing a sustainable energy future through innovative solutions in power grids, renewable energy, and digitalization.